Defining What ‘Good’ Looks Like With CPG Experience Council
Nigel Tordoff, Chairman of the CPG Experience Council, is no stranger to both the Monetize! stage and thought-provoking fireside chats with Adam Dorrell.
The Council’s vision is to share and develop best practices and data to foster competitive customer experiences that help brand owners, customers, and consumers win.
And Nigel was sure to carry this important vision into his presentation. The two paired together again to get to the root of what ‘good’ customer experiences really look like and what goes into creating them.
He began by explaining, “When you wanna make change happen, one of the big things that you have to do is to call upon your deep-rooted beliefs as an individual and the insight she’d gained to be able to tell stories and to be able to influence others about how to be able to start to make change happen.
That’s a big part. What we’re trying to do at the CPG Experience council is to create an environment where you can talk to like-minded people about the beliefs and the behavior insights that drive a really good CX culture.”
The core of Nigel’s session at Monetize! Digital was four insights broken down by the person who would be leading that particular insight and who it impacts.
For example, insight #1 was ‘go to your Executive Directors and agree on why you’re doing the things and what needs to be able to change.’
Nigel said, “[In the Council I found] executive leaders were really curious about the expectations that have been set in the outside world and how that can affect their business as either a threat or more interestingly, as an opportunity.
And that was an overlap with another group of people to be able to talk about. So, the first insight that came about was to go to your executive directors and agree on why you’re doing things and what needs to be changed, and they were really interested in that conversation.
They don’t need to know about everything else because they trust you’ve got that covered.”
Hear all four insights from Nigel in yet another extremely lighthearted and intriguing conversation on customer experience below.
